biases and embracing empathy a strategic approach to removing
TRANSCRIPT
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A strategic approach to removing biases and embracing empathy
Presented by:Darryl Grier
Content Optimization Strategist @ NerdWallet
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About MeI am Darryl Grier You can find me on Twitter @Darryl_G
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What Happened?
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The Approach
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My Process
Understand Biases
Question Assumptions
Counter Biases with Empathy
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Understand Your Biases
Source
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Availability HeuristicA mental shortcut that relies on immediate examples that come to a given person's mind when evaluating a specific topic, concept, method or decision.
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Empathy GapPeople underestimate the influences of visceral drives on their own attitudes, preferences, and behaviors.
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Attentional BiasThe tendency for people's perception to be affected by their recurring thoughts at the time.
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Halo EffectA person making an initial assessment of something will assume ambiguous information based upon concrete information.
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Appeal to PossibilityThe logical fallacy of taking something for granted because it would probably be the case (or might possibly be the case).
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Egocentric BiasThe tendency to rely too heavily on one's own perspective and/or have a higher opinion of oneself than reality.
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Cherry PickingThe act of pointing to individual cases or data that seem to confirm a particular position while ignoring a significant portion of related cases or data that may contradict that position.
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Escalation of CommitmentA behavior pattern in which an individual facing increasingly negative outcomes from some decision nevertheless continues the same behavior rather than alter course.
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Question Your Assumptions
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The Struggle
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“Bank Account”
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Counter Your Biases with Empathy
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Observe and Listen to People
Be Curious Focus on Feelings Accept the Truth
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Interviews
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Usability Testing
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Empathy Mapping
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Online Communities
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Engage with Extremes
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Customer Support/Sales
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The Outcome
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Thanks!!Any questions?
You can find me on Twitter @Darryl_G